Customer Success Lead/Manager
Posted on 8/25/2023
JobGet

51-200 employees

Social platform for jobs
Company Overview
JobGet’s mission is to reshape the employment landscape for both employers and professionals to be instantly accessible and human. JobGet designed a marketplace where employers and job seekers can instantly message each other, schedule meetings, or even video interview within a matter of minutes.
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Marketing
Sales
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • You've led a Customer Success team
  • You're familiar with job advertising and have experience with programmatic buying
  • A core part of the role will be supporting our customers on the progress of their job advertising. This requires using tools like clickcast & other programs to monitor the levers to improve efficiency & report on performance. This technical aspect of the role is critical
  • You're great at navigating through multiple teams that may include client stakeholders, internal stakeholders, and the client's technology partners
  • Although this role would not immediately have any direct reports, the ideal candidate leads in the following way:
  • Cares personally
  • Builds trust
  • Coaches
  • Reflects
  • Builds purpose
  • Celebrates wins
  • You approach problem-solving with an analytical mind, thrive in ambiguity & can drive clarity for the border team
  • You build processes in service of the team moving quicker & delivering value to our customers
  • You have excellent presentation skills & ideally have a sales background. You can translate and communicate customer sentiment
  • You've built a customer onboarding process and have examples of where you've had an impact
  • You have a proven track record of translating and communicating customer sentiment and needs to internal business and product stakeholders to inform product improvements
  • You have experience setting internal and external goals for the Customer Success process
  • You've informed an upsell strategy & understand the nuances of how sales & customer success partner
  • You've managed mature client relationships without sales, demonstrating the ability to retain clients while knowing when to upsell or cross-sell
  • You're data-driven & ensure that decisions are not made based on assumptions. You report weekly updates in a data-driven way
Responsibilities
  • Resilience - By remaining resilient and adaptable, we grow stronger as individuals and as an organization
  • Accountability - We operate with an ownership mentality where everyone feels a sense of responsibility to make us better and always act in the best interest of JobGet
  • Speed - We make decisions fast and execute them even faster. Bias for speed is one of our core strengths and a key advantage over our competitors
  • Respect - We treat each other with mutual respect, kindness, and celebrate our differences
  • Learning - We ask questions and seek to understand by being genuinely curious & communicative
  • Culture - We believe that each of us is responsible for our culture. It requires self-discipline and the drive to contribute to something greater than ourselves
  • As the Customer Success Lead, you'll drive Customer retention & upsell strategy. This role is critical to ensuring customer satisfaction, product adoption, and expansion
  • You'll track the progress of our customer campaigns through the hiring funnel and make strategic suggestions on how to optimize
  • You'll be responsible for building out the customer journey & mapping clear success metrics & processes to each touchpoint
  • Ensure that customer queries and issues are efficiently resolved while delivering high-quality support
  • Monitor and analyze customer metrics and develop strategies for improvement
  • Your strategies will be data-driven & drive clear ROI
  • Collect customer feedback regarding the product and support services and collaborate with product development teams to drive product enhancements
  • Address escalated customer support issues and collaborate with relevant teams for prompt resolution
  • Work closely with other departments, such as sales and engineering, to meet customer needs
  • Knowledge Base Building and Maintenance: Ensure that the support knowledge base is up-to-date and provide insights for content improvement
  • Reporting: Regularly report to senior management on team performance, customer feedback, resolution, retention, and expansion metrics
  • Training and Development: Develop and execute training programs for the customer success team to ensure they are proficient in our products and support processes. Although this role will not initially have direct reports, the ideal candidate can move into a people leadership role as we build the team
  • You'll work towards building a playbook through learnings & data
  • At JobGet, we're always learning & evolving our strategy. The person who will be successful in this role will be data-driven, have product marketing skills, and be strategic. You're not expecting to come in & use an existing playbook; you'll be building it